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Loss of communication with PC

APC UPS for Home and Office Forum

Schneider Electric support forum for our APC offers including Home Office UPS, Surge Protectors, UTS, software and services and associated products designed to share knowledge, installation, and configuration.

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dianab_apc
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Loss of communication with PC

This was originally posted on APC forums on 7/15/2013


I am using (well, actually, no longer using) a BX1500 UPS back up unit for my PC.  I do medical transcription form home and bought the initial unit last October, had it replaced in March and again in June, to prevent my PC from going down during a power loss so my doctors could still call in and use my dictation system.  I am now on my third unit.  The problem over and over and over and over (daily) is that the UPS quits communicating with the PC and essentially puts my whole system down and my dictation system cannot be accessed.  I am on my second replacement unit, last one being a month ago.  I have had so many email communications with tech support I could throw up.  Nothing works--new cable, redownloading the installation, etc. and so forth.  I cannot sit and monitor this thing all day long to make sure I don't lose communication with the PC, as then I have to reboot or re-log into my computer to get it up and communicating again.  I am not the IT guy for a home business.  This should run like a smooth, well-oiled machine and all three of these units have not done the job I paid good money to have the battery unit do for me  I will be asking for a refund of my purchase price and would like to return this piece of junk.  I am very disappointed.  If anyone out there can solve this problem, let me know, because APC tech people (from whatever country they are) just reply with the same old canned responses all the time.  I have taken all my equipment off the UPS, wrapping it up and waiting to find a way to return it to APC and get my money back. 

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BillP
Administrator Administrator
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169

Re: Loss of communication with PC

This reply was originally posted by Angela on APC forums on 7/16/2013


I'll send you a direct message via the community here which should show in your inbox. I will not be the one who can probably help but I want to forward it to someone else on my team to verify if this was handled properly or not. Sounds like not!

See Answer In Context

3 Replies 3
BillP
Administrator Administrator
Administrator
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169

Re: Loss of communication with PC

This reply was originally posted by Angela on APC forums on 7/15/2013


Hi dianab - sorry for the troubles.

Have you on your own or with tech support visited the USB connection on the computer end as a potential issue? I only ask because you've had multiple units replaced (all for the same issue??) and it keeps occuring. So I am just wondering and asking if you've tried different USB ports, are able to try a different computer temporarily, etc

Another thing is I am assuming we're talking about the little pop up on the task bar that says you've lost communication with the UPS? Do you have any screenshots to verify my assumption?

I'd like to help you further but I just want to understand exactly what is happening so we can try to find a resolution for you. If you are not willing to look at this further, I can understand that too.

Lastly, if you'd like to provide any case reference numbers you have, I could look into them.

dianab_apc
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169

Re: Loss of communication with PC

This was originally posted on APC forums on 7/15/2013


Angela N:

Is there an email to you that I can forward all those conversations to you

with case number references? Yes, all these have been addressed. If you

can access the case numbers and all the emails attached to them, you should

be able to follow this whole thing round and round and round.

On Mon, Jul 15, 2013 at 9:49 AM, APC Support Community <

BillP
Administrator Administrator
Administrator
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170

Re: Loss of communication with PC

This reply was originally posted by Angela on APC forums on 7/16/2013


I'll send you a direct message via the community here which should show in your inbox. I will not be the one who can probably help but I want to forward it to someone else on my team to verify if this was handled properly or not. Sounds like not!